Corporate Social Responsibility

Total Quality Management

REPORT

ON

PROMOTING QUALITY MANAGEMENT SYSTEM

FOR

WATERLANDER HOTEL

PREPARED BY:

DUE DATE: 5/12/05

WORD COUNT: 1513

EXECUTIVE SUMMARY

Global Marketing, Plastix International Plc hired Waterlander Hotel to host their annual banqueting. Global Marketing gave clear and specific details of their requirements to the hotel. However, WaterlanderÐŽ¦s failure to effectively plan and co-ordinate the activities resulted in the banqueting event been a total disaster and a embarrassment to the client.

Waterlander Hotel failed to deliver to the customer expectation. They needed to better planning and co-ordination skills that would have allowed input to the processes and to have a better return on output. A research should have conducted to the involvement all its stakeholders; this would have help to ensure that everything from site arrangement, food, decoration, entertainment, coordination of activities; and supervisions of event; as well as the evaluation process get dealt with and in a systematic way.

Total Quality Management (TQM) is a management approach which could have assisted in the better planning of all the resources and the supporting infrastructures that should have been in place; implementing and delivering a project must involve entire team working, workers empowerment and creative problem solving to accomplish goals.

Six Sigma has been one of the tools of Total Quality Management and is widely used in manufacturing and services industries across the world. Its standards have been promoted and attained through five key stages known as define, measure, analyse, improve, and control and each of which must be completed in chronological order.

CONTENT

1. EXECUTIVE SUMMARY ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK..ÐŽKÐŽK.. 2

2. INTRODUCTION ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK.ÐŽK. 4

3. TOTAL QUALITY MANAGEMENT ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK.. 5

4. INDENTIFYING WHAT WENT WRONG AT WATERLANDER

HOTEL IN THE FAILURE TO MEET THE NEED OF GLOBAL

MARKETING, PLASTIX INTERNATIONAL PLC? ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK. 5

a. BAD MANAGEMENT ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK. 6

b. LACK OF GOOD COMMUNICATION ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK 7

c. LACK OF CULTURAL DIVERSITYÐŽKÐŽK.. ÐŽKÐŽK.. ÐŽKÐŽK.. ÐŽKÐŽKÐŽK 8

d. CORDINATION AND CONSIDERATION LOGISTICS ÐŽKÐŽKÐŽK. 8

5. HOW ISO 9000 COULD HELP THE HOTEL ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK 9

6. SIX SIGMA APPROACH IN THE SERVICES INDUSTRYÐŽKÐŽKÐŽKÐŽKÐŽK 9

7. RECOMMENDATION ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK 10

8. REFERENCES ÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽKÐŽK 11

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INTRODUCTION

As part of a Quality Improvement initiative at Waterlander Hotel, I have been asked to carry out a suitable investigation and analysis of why did things went wrong at the banqueting event for Global Marketing, Plastix International Plc.

I have also be asked to identify how Total Quality Management could help the hotel to prevent such disasters occurring in the future; as well as how the techniques and implementation of ISO 9000 and/or Six-Sigma could help and be beneficially to the hotel.

I will be analysing the problems associated with the disastrous event and how to prevent such a happening in the future by recommending Total quality Management approach through various tools and techniques to improve effectiveness and efficiency.

TOTAL QUALITY MANAGEMENT

Total Quality Management (TQM) is a management approach of organisation centred on quality by instilling the participations of all its members with the aim of obtaining long-term success. The TQM philosophy used to manage organisations enables them to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values. It involves their goals, the whole organisations, it processes and the people involved ensuring that the right things are done right first time around. By covering the soft issues such as ethics, attitude and culture brings the benefit of long term success.

TQM principle is governed by the elements of customer-focuseness, leadership, involvement, process approach, system approach, factual approach and mutual benefit of supplier relationships.

The element of been customer-focused allows the organization to better understand the current and future needs of its customer, to understand and meet customerÐŽ¦s requirements and strive to exceed their expectations. The promotion better leadership allows the establishment of unity of purpose directed through internal environment of the organization while the involvement at every level brings great benefit to the organization.

The principles in relations to process approach which allows related resources and activities are managed systematically; the system approach to management helps in identifying, understanding and managing systems that are interrelated to achieve a given objective. Continual improvement seeks to allow permanent objective of organisation;